To keep informed of the perception of your service through the eyes of your customers.

To allow for quick identification of any trends / changes in the service levels being offered.

To provide management with an objective means of appraising the effectiveness of their customer service training - linking to key performance indicators (KPI's)

Also to provide management with an objective means of appraising the performance of individual locations and employees.

To establish an acceptable ‘benchmark’ for your company on the customer service standards you expect to be maintained.

To constantly emphasise the importance and priority ‘customer satisfaction’ must be given by all of your personnel.

Research has shown that companies can boost profits by almost 100 percent by retaining just 5 percent more of their customers.

 Statistics show that a happy, satisfied customer is likely to tell four people, whereas an unhappy customer will tell at least nine people.

3 visits per store per annum - scheduled 4 months apart.

4 visits per store per annum - scheduled quarterly.

6 visits per store per annum - scheduled bi-monthly.

12 visits per store per annum - scheduled monthly.

24 visits per store per annum - scheduled fortnightly.

52 visits per store per annum - scheduled weekly.